Application Process
The initial application is submitted to SSA with the assistance of the SOS
What are the 4 Process Phases we have discussed throughout training?
Application Verification, Pending Decision, Post Decision Approval, Post Decision Denial
We can tell what phase a case is in based on the tasks available in this section of Compass.
The Task Box
For HIPAA Compliance purposes, in addition to the claimant's first and last name (as well as the first and last name of the caller if NOT the claimant), we must also verify these THREE forms of PHI before we can discuss a claimant's case.
Claimant's Date of Birth, Full Mailing Address, and 10 digit phone number.
These are the two main roles within the Best Benefits Service Line who work directly with the claimants to assist them through their Social Security Application Process.
Senior Outreach Specialists (SOS) and Disability Specialists (DS)
What must happen before the Field Office will forward an application to the DDS?
Claimant must pass the Phone Interview
These are the two main tasks associated with the Application Verification Phase.
Phone Interview- Application Verification
Consents- Application Verification
We can view various documents related to the claimants case under this tab in Compass.
Documents
Which office makes the medical decision? DDS or FO?
DDS
What is the Win Win Win?
Everyone wins if someone is approved for SSI - the claimant gets money monthly, the health plan gets money from the government, and Centauri gets money from the health plan.
What happens once the DDS receives the application?
The application is assigned to an Adjudicator who will gather medical evidence to make the medical decision
45 year old Karen Smith has a PI scheduled for next week. What Phase in the overall Application Process can we expect her case to be in?
Application Verification
This tab in Compass shows all past call results and notes.
Case Notes
You are assisting an adult claimant with completing the E1696. What will you instruct them to do once they receive their email with the E1696?
Enter the password the DS made and scroll to the last page and click to sign their name.
What is the difference between a 1696 and an E1696?
The E1696 is done through e-mail and is immediately sent to the FO. The paper 1696 we separate and fax to SSA via Sfax
Which claim is Title II (2) and which claim is Title XVI (16)?
Title 2 is SSD and Title 16 is SSI.
What actions must we take in Compass in order to complete the Application Verification Phase?
Update the PI outcome in Compass and confirm we are on file with the Field Office and update the dates in Compass
We will update this section in Compass to reflect the dates we received the consents.
Application Tab under Consents and Submission
We must follow this rule when placing a claimant on hold.
The 3-Minute Rule, meaning we must check back in every 3 minutes
Which office do we fax paper 1696s to?
FOs (Field Offices)
If an adult claimant does not pass their Phone Interview, what is our next step?
Verify to see if SSDI is pending before closing the case
This section in Compass is where you would put a PI date and time or mark that it was kept/passed.
Application tab under Application details and claim type
What is a campaign call?
Auto dialed call
Who are the Centauri EDPNAs?
Victoria O Connell
Matthew Wood
Matthew Garcia
Ashley Bennie